1. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
Romania
Lucian Ovidiu Micu- Mayor of Roman City
May 16, 2017

2. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
1. CASE DESCRIPTION
The project questionnaire for Citizens Satisfaction as a tool is used to monitor the satisfaction of citizens / stakeholders and it has been chosen to provide the leadership from Roman City the significant information on expectations, complaints and proposals of citizens so that decisions can be based on a more complete picture of the existing situation.
Satisfaction questionnaire was posted electronically to citizens last year - site, where it was accessed and completed online by the people from Roman, but it also could be found printed on the Unique Office.
Through the questionnaire contained 10 questions (7 closed questions and three open questions), citizens were able to mark the Municipality Roman activity evaluation.

3. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
Questionnaires were centralized quarterly / annually and analyzed
by management in order to sense where there is a problem.
This institutional analysis helped identify institutional priorities,
formulating objectives, action plans and specific measures to
improve activities.
By involving citizens in evaluating and modernizing local government
activities, it was made a first step toward developing participative
mentality of the citizen.

4. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
2. CONTENT OF THE QUESTIONNAIRE
The questionnaire was structured on the following
issues: the way in which citizens have contacted the City
Hall, why addressing to it and satisfaction with the
provided response, the waiting time, the attitude and
the professionalism of civil servants, service delivery in
Roman City, work proposals and projects that need to
be carried out.
If in 2015 there were 260 people that participated in this
project, during 2016 the number has risen to 520
respondents.

5. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
3. LEVEL OF SATISFACTION How to fill in the questionnaires revealed that the citizen is satisfied for having been consulted and had the opportunity to express their grievances and proposals.

6. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
74.0% of respondents said they were satisfied and very satisfied with the Roman Municipality. Citizens assessed as good and very good work of the following public services: - public lighting; - parks and green spaces, recreational areas; - education; - operation and maintenance of sports facilities; - the network of roads, paths, parking lots, sidewalks, etc. - services Directorate local taxes.

7. Regarding complaints of the citizens, they were related to:
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
Regarding complaints of the citizens, they were related to:
- activities of public services;
insufficient oversight of areas of public interest;
the state of public interest objectives and infrastructure.

8. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
4. PARTICIPATIVE LOCAL GOVERNMENT
By involving citizens in evaluating and modernizing local government activities, it was made a first step toward developing participative mentality of the citizen.  
There have been found areas where problems have been identified, the responsible departments offered solutions to solve them and the actions of the City Hall apparatus in solving the forum.
In this way, the computer system was implemented and citizens could make an online appointment to obtain identity documents from the Local Directorate for Personal Data Records.
Online scheduling system reduced the waiting time, it came up with an innovative approach to meet citizens and provide access and information to those interested from anywhere in the world.

9. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
Based on proposals from citizens there was realized a portfolio projects Strategy for Integrated Development for the period Roman Town including 40 priority strategic projects.
Thus, at the request of the citizens they were drafted new projects, such as: Sergiu Celibidache House - museum and concert hall; Unirea multicultural center with cinema; Smirodava Early Education Center- nursery and kindergarten; Manolescu Strunga House - the museum of Roman personalities; developing industrial park created to attract a new strategic investor; thermal envelopment for blocks; modernization of public lighting using light fixtures with low consumption; rehabilitation and modernization of Zăvoi Park, Park Jora.

10. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
5. Some of the most important projects that have been realised as a result of the solicitation from citizen satisfaction questionnaire: SPORTS AND ENTERTAINMENT CENTER "MOLDOVA" The newest attraction of the Roman city is the result of investment of nearly 2.5 million euros. the Municipal Swimming Pool Roman has 3 swimming pools: one for children, the second one for beginners, and the third, which is Olympic-size, is a challenge for swimmers.

11. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
Restoration, consolidation and sustainable of the CULTURAL HERITAGE - "GEORGE RADU MELIDON" MUNICIPAL LIBRARY The year 2016 ended with the renovation, consolidation and modernization of the George Radu Melidon Municipal Library headquarters. The building, despite indisputable architectural pre-punched, was, before the restoration, in an advanced stage of degradation of damaged roofs, outdated wiring and insulation, absence of sanitation and in a seismic risk.

12. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
MODERNISATION OF THE MUNICIPAL PARK One of the most important investments requested by citizens from Roman, consisted of arranging the leisure lake from the Municipal Park. A modern, functional lake, an oasis of beauty from Romania is proud completed by restoring islands as part of the investment - "Brancusi" Island, with specific sculptural elements, reminiscent of the great artist; "Green Planet" Island, animated by small animals and birds, creating a mini-ecosystem and "Waterfall" Island, ennobled with artificial waterfall and a point of relaxation and observation of the entire area.

13. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
6. LESSONS THAT HAVE BEEN LEARNED: 1. The best barometer of the civil servant`s activity is the satisfaction of the citizens! 2. If you can not measure, you can not improve! 3. Relationship between local authorities and citizens are an important factor for the evaluation of local democracy.

14. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
7. Effective Problem Solving taken from citizens can be achieved by:
Further probing and Satisfaction citizens;
Sending ratio satisfaction citizens to functional structures where people have reported various problems and suggestions submitted;
Informing citizens about the measures implemented on proposals;
Prioritizing community in development programs based on ideas and projects identified through the questionnaire;
Improve document management, which will allow easier radiography and streamline their activities;
Develop a mechanism for identifying vulnerabilities to corruption to ensure transparency and integrity of the administrative act

15. People from Roman decide
People from Roman decide! Assessing citizens’ satisfaction and their involvement in decisional process
8. AREAS FOR IMPROVEMENT
Administration should focus its future efforts towards continuous improvement of quality and services.
A constant effort of local government is to provide quality service by reducing response times, following the reduction of bureaucracy and simplification of administrative procedures.
Good cooperation intra-institutional environment for quicly release of the requested documents (involving several divisions / services / offices / departments) organization effective internal quality standards, creating premises for the efficient delivery of public services and ensure satisfaction of citizens.

16. Thank You Lucian Ovidiu Micu Contact Roman, Square Roman Voda, no. 1
Romania
Phone: